Customer Service Representative - Job Description

Department: Customer Service

Reports To: Customer Service Manager

Location: Dallas office. On-site/Remote

Position Summary

The Customer Service Representative plays a crucial role in ensuring efficient and responsive service to our customers, aligning with our commitment to transparency, accuracy, and timely resolution. This role is primarily focused on supporting sales order (SO) and purchase order (PO) management, coordinating shipments, and managing customer communications in accordance with established workflows and policies.

Key Responsibilities

1. Sales Order (SO) Management

  • Process sales orders diligently, carry over from the previous day and the current day's submissions, and ensure timely processing of the current day's entries
  • Facilitate continuous sales order approvals throughout the business day.
  • Manage and send timely acknowledgments to customers upon receipt of sales orders and their approval.
  • Initiate "SO Ack" communications as a high-priority action at the beginning of the business day when additional information (e.g., Purchase Order, shipping questions, tax information) is required after delivery or lead-time updates.
  • Support internal escalation processes for complex international sales or "SO Ack" scenarios to ensure expedited resolution.

2. Purchase Order (PO) Management

  • Efficiently prepare Purchase Orders (PO) to ensure correct processing.
  • Conduct proactive follow-up to obtain necessary Purchase Orders from customers.
  • Provide prompt confirmation to customers upon receipt of their Purchase Orders.

 

 

 

3. Shipment and Delivery Coordination

  • Promptly send domestic and international shipment information to our shipping partner, adhering to customer or distributor-specific requirements for international orders.
  • Process standard headquarters Purchase Orders by the end of the business day
  • Ensure all "SOS Ready to Ship" criteria are met
  • Update tracking information received from NNR data promptly to provide customers with the latest shipment status.
  • Manage and prepare paperwork for the international and domestic shipment schedule  

 

  • 4. Communication and Inquiry Management
  • Manage the daily incoming message inbox by triaging and prioritizing messages requiring immediate action or follow-up.
  • Conduct proactive follow-ups for any pending issues that impact order processing or delivery, keeping customers informed.
  • Execute specific communication strategies for weekend follow-ups, if necessary, particularly regarding Purchase Orders and Sales Order inquiries.

Qualifications

  • Proven experience in a customer service or order processing role.
  • Strong organizational skills with an ability to prioritize and manage multiple tasks effectively.
  • Excellent written and verbal communication skills, with a focus on clarity and professionalism.
  • Detail-oriented and accurate in handling information related to orders, shipments, and customer data.
  • Ability to work collaboratively within a multi-person workflow structure.
  • Proficiency in relevant office software and order management systems.
  • Understanding of international shipping processes and documentation is a plus.